Guest Service Representative

Kana Hotel Group | Homewood Suites by Hilton Our Mission and Culture Kana Hotel Group’s mission is to be one of the most admired and service-driven hotel management companies in the hospitality industry. We strive to achieve this through a culture of teamwork, professionalism, genuine hospitality, and a commitment to delivering exceptional service and value to every guest. From our Team Members to our General Managers and Regional Support Team, we seek individuals who are passionate about hospitality, committed to excellence, and motivated to grow professionally. We take pride in promoting from within and providing opportunities for career advancement. As a member of our team, you will play an important role in creating a positive work environment, maintaining operational excellence, and delivering memorable guest experiences. We encourage our Team Members to take ownership of their responsibilities, demonstrate initiative, solve problems effectively, and contribute to the continued success of our hotel. Our Commitment to Guest Service Putting the guest first is our highest priority—100% of the time. Every interaction is an opportunity to make a lasting impression. Our Front Desk Guest Service Representatives are expected to demonstrate professionalism, warmth, attentiveness, and a genuine desire to help. We believe exceptional service means anticipating guest needs, responding promptly to concerns, taking ownership of challenges, and finding appropriate solutions whenever possible. We are looking for a team member who understands that hospitality goes beyond checking guests in and out. It means making every guest feel welcomed, valued, heard, and appreciated throughout their stay. Benefits and Perks Kana Hotel Group is proud to offer eligible Team Members the following benefits:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Immediate Pay through earned wage access
• Vacation and sick time
• Holiday pay
• Bonus opportunities
• Brand-specific employee travel discounts
• Short-term and long-term disability coverage
• Life insurance

Eligibility and availability may vary by position and applicable company policies. Primary Responsibilities 1. Guest Service and Front Desk Operations

• Welcome guests with a warm, professional, and friendly demeanor, creating a positive first impression upon arrival.
• Perform guest check-in and check-out procedures accurately and efficiently in accordance with Hilton brand standards and hotel policies.
• Provide accurate information regarding hotel amenities, services, policies, local attractions, and area businesses.
• Explain available hotel promotions, amenities, breakfast offerings, fitness facilities, and other services relevant to each guest’s stay.
• Anticipate guest needs and personalize service whenever possible to enhance the overall guest experience.
• Maintain a professional, approachable, and service-focused presence at the front desk and throughout the hotel.

2. Guest Recovery and Problem-Solving

• Place the guest first in every situation and demonstrate a genuine commitment to resolving concerns promptly and professionally.
• Listen carefully to guest feedback, acknowledge concerns, and take ownership of issues until an appropriate resolution is achieved.
• Use sound judgment and effective problem-solving skills to address guest complaints, service challenges, and unexpected situations.
• Offer reasonable alternatives when a guest’s initial request cannot be accommodated, escalating issues to management when necessary.
• Follow up with guests to ensure concerns have been addressed and service expectations have been met.
• Maintain composure and professionalism during difficult interactions, busy periods, and high-pressure situations.
• Document guest complaints, service recovery efforts, and incidents accurately and communicate relevant information to management and other departments.

3. PEP System and Front Desk Technology

• Demonstrate proficiency in Hilton’s Property Engagement Platform (PEP) and use the system in accordance with established procedures.
• Process guest arrivals, departures, reservations, room assignments, stay extensions, and other front desk transactions accurately.
• Review daily arrivals, departures, room availability, and occupancy information to support efficient hotel operations.
• Monitor credit limits and exception reports, obtaining management approval when required.
• Coordinate with housekeeping to ensure room-status information is accurate and updated promptly.
• Maintain accurate guest records, folios, payment information, and shift documentation.
• Follow established procedures for cash handling, credit card transactions, account adjustments, and cashier shift reconciliation.
• Protect guest privacy and confidential information while adhering to company policies and brand standards.

4. Kipsu Guest Communication Platform

• Monitor and respond to guest messages through Kipsu in a timely, courteous, and professional manner.
• Communicate with guests before, during, and after their stay as appropriate to answer questions, address requests, and enhance their experience.
• Respond promptly to service requests and coordinate with housekeeping, maintenance, management, and other departments to ensure follow-through.
• Maintain clear, professional, and personalized communication that reflects the hotel’s commitment to outstanding hospitality.
• Monitor open conversations and follow up on unresolved issues to ensure guests receive appropriate assistance.
• Use sound judgment when communicating sensitive matters and escalate concerns that require management involvement.

5. Hilton Honors Enrollment and Loyalty Recognition

• Actively promote Hilton Honors membership and encourage eligible guests to enroll during check-in and other appropriate guest interactions.
• Explain the value and benefits of Hilton Honors membership accurately and enthusiastically.
• Assist guests with enrollment in accordance with Hilton procedures and program requirements.
• Recognize Hilton Honors members and acknowledge their loyalty in accordance with applicable brand standards.
• Ensure guest information is entered accurately and membership enrollments are completed appropriately.
• Support hotel goals for guest satisfaction, loyalty enrollment, and member recognition without compromising the quality or authenticity of the guest experience.

6. Suite Shop Inventory and Presentation

• Maintain the cleanliness, organization, and presentation of the hotel’s Suite Shop.
• Restock snacks, beverages, and other retail items as needed to ensure products are available for guests.
• Monitor inventory levels, identify low-stock items, and communicate replenishment needs to management.
• Check product expiration dates and ensure merchandise is displayed neatly and in accordance with hotel standards.
• Follow established procedures for Suite Shop purchases, payment processing, and inventory control.
• Report inventory discrepancies, damaged merchandise, and other concerns promptly.

7. Hotel Operations and Teamwork

• Communicate effectively with housekeeping, maintenance, breakfast service, and management to support seamless hotel operations.
• Review daily occupancy, expected arrivals, departures, and room availability to prepare for the shift.
• Complete shift handovers, reports, and cashier reconciliation accurately and on time.
• Assist with promoting hotel amenities and services while identifying opportunities to improve the guest experience.
• Document guest accidents and other incidents using the appropriate reporting procedures.
• Maintain a clean, organized, and professional front desk and lobby environment.
• Perform additional duties as assigned to support the hotel's operational needs and service standards.

8. Professionalism and Accountability

• Demonstrate reliability, punctuality, integrity, and accountability in all assigned responsibilities.
• Follow Kana Hotel Group policies, Hilton brand standards, safety procedures, and established operating guidelines.
• Maintain a professional appearance and positive attitude while interacting with guests, colleagues, and management.
• Take initiative, accept constructive feedback, and actively seek opportunities to improve performance.
• Work collaboratively with the team while remaining capable of making appropriate decisions independently.
• Maintain flexibility to work various shifts, including evenings, weekends, and holidays, based on business needs.

Education and Experience

• High school diploma or GED preferred.
• Minimum of one year of hospitality experience required.
• Previous customer service experience required.
• Experience handling cash, credit card transactions, and financial procedures.
• Familiarity with Hilton PEP, Kipsu, and hotel property management systems is preferred.
• Experience with guest loyalty programs and Hilton Honors enrollment is a plus.
• Strong verbal and written communication skills.
• Excellent attention to detail, organizational skills, and the ability to multitask.
• Demonstrated problem-solving abilities and a guest-focused approach to service recovery.
• Knowledge of hotel amenities, local businesses, major roadways, community events, and area attractions.
• Ability to learn hotel systems, follow established procedures, and adapt to changing operational priorities.

Our Expectations: Put the Guest First At Kana Hotel Group and Homewood Suites by Hilton, exceptional hospitality is everyone's responsibility. We expect every Team Member to approach each guest interaction with genuine care, professionalism, and a commitment to finding solutions. The successful candidate will understand the importance of accurate front desk operations, effective communication through PEP and Kipsu, Hilton Honors enrollment, Suite Shop presentation, and collaboration across departments. Above all, we are seeking an individual who takes pride in their work, demonstrates initiative, resolves challenges effectively, and consistently places the guest experience first. Our company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.